Technical Solutions Consultant

Ascent Professional Staffing provides support to a Nashville-based Fortune 500 company.  We’re hiring a Technical Solutions Consultant to provide technology support and training for the company’s Mobility Solutions to customers throughout the U.S. and Canada. This is a remote position with up to 10% travel. The consultant will provide Tier 1 and Tier 2 technical support and user management administration via telephone, text, email, and at customer sites, while maintaining technical training and support materials, delivering remote training, and occasionally travelling for in-person field training. This is a long-term client engagement, offered as full-time employment with Ascent.

We are authorized to hire employees in the following states: Arkansas, Indiana, Iowa, Kansas, Missouri, Nebraska, Oklahoma, Tennessee, Texas, and Wisconsin.

Job duties include, but are not limited to:

• Provide excellent customer service to internal and external customers across the U.S. and Canada.
• Serve as the primary customer point of contact for Tier 1 and Tier 2 support issues, focusing on clear communication and issue understanding rather than hands-on hardware repair.
• Coordinate with internal technical teams to understand the root cause of issues and drive them to resolution on the customer’s behalf.
• Log and track incidents per the established Incident Management Process.
• Escalate and track unresolved issues to Tier 3 support, following established Problem Management Process.
• Follow up with customers, provide feedback, and persist until issues reach a satisfactory resolution.
• Ensure support issues are properly recorded, documented, and closed.
• Document and escalate feedback and suggestions using established Change Management Process.
• Travel up to 10% of the time to provide field training and support for digital solution offerings.
• Meet with customers in-person to conduct training at their business locations.
• Clearly communicate technical concepts to audiences with a variety of experience.
• Help develop and maintain technology-related guides, manuals, instructions and training documentation.
• Provide occasional software testing and usability evaluation.
  
  

Requirements:

• Excellent verbal and written communication skills.
• 2 years’ experience in a customer-facing support or coordination role (technical/software support environment preferred); this is not a hands-on hardware repair role.
• 1-year experience as a trainer (preferred) and experience training remotely is a plus.
• Experience coordinating with internal teams (e.g. engineering, product, or other support tiers) to resolve customer issues; no coding experience required.
• Strong analytical, diagnostic, problem-solving, time management and organizational skills.
• Proficient in Microsoft Outlook, PowerPoint, and Word, with intermediate to advanced Excel skills.
• Able to work in a fast-paced, deadline-driven environment.
• Able to work effectively with minimal supervision.
• Able to collaborate in a team environment to complete required documentation projects.
• Able to gracefully receive feedback.

This is a full-time W-2 position with Ascent Professional Staffing, supporting a long-term client engagement. Employees receive the following benefits:

• Wellmark Blue Cross Blue Shield health, dental, and vision available. Ascent pays half of employee premium.
• Nine paid holidays per year.
• 144 hours paid time off per year, covering sick, vacation and personal time.
• 401(k) available after one year of service.
• Weekly paycheck, direct deposit.

Applicant must:

• Submit a professional resumé.
• Complete pre-screening interviews via Teams.

Work Environment:

• Fast-paced work-from-home position.
• Able to sit and work from computer for 8 hours per day/40 hours per week.
• Must live in one of the states listed above. Ascent is not currently authorized to hire in other states.

Training for this position will be conducted remotely. Flexibility is a must: able to work from home and travel throughout the U.S. and Canada.

*Job offer is contingent upon successful completion of background check and drug screen.

Ascent Pro - 563-263-5219  info @ ascentprostaff.com